Save 12%

HOME ELEMENTS LIMITED

14 Botha Road, Penrose, Auckland 1061, New Zealand

+(64) 9 5713151

HOME ELEMENTS

BUY Now

Refund and Returns Policy

Effective Date: July 9, 2026

Thank you for shopping at Home Elements Limited (homeelementsnz.com). We appreciate your business and want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we are here to help you resolve the issue through our structured returns process.

1. Core Return Policy: No Refund-Only Policy

At Home Elements Limited, we strictly do not permit or offer “refund-only” options under any circumstances.

To qualify for an exchange, store credit, or a monetary refund, the original item must be physically returned to our warehouse first. We will not issue any refunds or replacements based solely on photographs, videos, or email descriptions. Customers must ship the product back to us for assessment before any financial transaction or exchange is approved.

2. Return Eligibility Window

You have 30 calendar days from the date you received your item to initiate a return. If 30 days have gone by since your delivery, we unfortunately cannot offer you a refund or exchange.

To be eligible for a return, your item must meet the following conditions:

  • The item must be unused, unwashed, and in the same condition that you received it.
  • The item must be in its original, undamaged packaging.
  • All original tags, labels, accessories, and user manuals must be included.
  • You must provide a receipt, order number, or proof of purchase.

3. Non-Returnable and Final Sale Items

Certain types of goods are exempt from being returned due to health, hygiene, or logistical reasons. The following items cannot be returned or refunded:

  • Gift cards
  • Personalized, customized, or made-to-order products
  • Clearance, final sale, or promotional items (unless inherently faulty)
  • Perishable goods or intimate health/care items

4. The Return Process

To return your product, please follow these precise steps:

  1. Contact Us First: Send an email to moonlit@homeelementsnz.com or call +(64) 9 5713151 to request a Return Merchandise Authorization (RMA) number. Do not send items back without contacting us first.
  2. Pack Securely: Place the item safely inside its original packaging to avoid damage during transit. Write your order number and RMA clearly on the outside package.
  3. Ship to Our Address: Mail your return to our official physical headquarters:Home Elements Limited
    14 Botha Road, Penrose, Auckland 1061, New Zealand

5. Shipping Costs for Returns

  • Change of Mind: If you are returning an item due to a change of mind, you will be responsible for paying your own shipping costs. Return shipping costs are non-refundable.
  • Damaged or Faulty Items: If the item arrived damaged or defective, we will cover the return shipping costs. However, you must still physically send the item back to us before we issue a replacement or refund.
  • Tracking Recommendation: We strongly recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item, and we are not liable for items lost in transit during the return process.

6. Inspection, Approval, and Refunds

Once your returned package is received at our Penrose facility, our quality control team will inspect the item. We will send you an email to notify you that we have received your returned item and inform you of the approval or rejection of your refund.

  • Approved Returns: If the item passes inspection, we will process your refund. The credit will automatically be applied to your original method of payment within 7 to 10 business days.
  • Rejected Returns: If the item is found to be used, damaged by the customer, or missing original components, the refund will be denied. We can ship the item back to you at your expense.

7. Late or Missing Refunds

If you haven’t received a approved refund within the specified timeframe:

  1. Check your bank account or credit card statement again.
  2. Contact your credit card company or bank, as it may take some processing time before your refund is officially posted.
  3. If you have done all of this and you still have not received your refund, please contact us at moonlit@homeelementsnz.com.

8. Consumer Guarantees Act (New Zealand)

Our Refund and Returns Policy operates alongside your legal rights under the New Zealand Consumer Guarantees Act 1993 (CGA). Nothing in this policy is intended to limit or reduce your statutory legal rights for faulty or misrepresented goods.